PrivaZer blocked by Bitdefender while cleaning PC

PrivaZer Team

Hello,

here is the PrivaZer Team developing PrivaZer, a well-known PC cleaner.

We have users reporting issues with Bitdefender :

Bitdefender prevents PrivaZer from cleaning the internet traces and freezes it like this :

Users have to kill privazer.exe process as it becomes unresponsive.

Can you investigate and fix it?

Thanks in advance.

edit: link address removed.

Scott

Hello @PrivaZer Team

If there are any users having issues with the app and Bitdefender, please direct them to this community where we will show them how to add the .exe process into the AV and Advanced Threat Defense Exceptions.

https://www.bitdefender.com/consumer/support/answer/13427/

Kind regards,

Scott

PrivaZer Team

We could test on the customer PC.

The privazer.exe file was added to the exclusion list in Bitdefender but with no sucess.

We even switched off the Bitdefender protection (antivirus, advanced threat defense, ransomware detection,...)

but with no sucess.

PrivaZer Team

The only way to have PrivaZer running is to uninstall Bitdefender.

Scott

https://community.bitdefender.com/en/discussion/comment/328074#Comment_328074

Thank you for your follow-up posts. There isn't much we can do on this forum end. So in that case, you should contact Support from the link below. Go through the How To's and Troubleshooting prompts until reach the black Contact Support box. You will have three options, Chat, email and phone support, which is not toll-free. Chat can be the quickest way to get things started. And see what they can do on their end. They may need BD log files to be submitted to understand what is causing the issue.

https://www.bitdefender.com/consumer/support/help/

Kind regards,

Scott

Flexx

https://community.bitdefender.com/en/discussion/97020/privazer-blocked-by-bitdefender-while-cleaning-pc

https://community.bitdefender.com/en/discussion/comment/328073#Comment_328073

https://community.bitdefender.com/en/discussion/comment/328074#Comment_328074

Check if below steps help:

1) Temporarily disable Bitdefender Protection: https://www.bitdefender.com/consumer/support/answer/28557/

2) Set exclusion in Bitdefender Antivirus: https://www.bitdefender.com/consumer/support/answer/13427/

3) Set exclusion in Bitdefender Advanced Threat Defense: https://www.bitdefender.com/consumer/support/answer/2393/

4) Re-enable real time protection in Bitdefender.

If issue persists,

Kindly contact the bitdefender support by visiting https://www.bitdefender.com/consumer/support/ and on the basis of your product selected and type of issue you are facing you can get in touch with support representative either by email, chat or over a call.

If you choose email, you will get a ticket number on your registered email.

Generate below stated logs and attach it to the ticket number that you received on your registered email.

Generate bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

Generate bitdefender support tool logs: https://www.bitdefender.com/consumer/support/answer/1733/

Generate bitdefender connectivity logs: https://www.bitdefender.com/consumer/support/answer/9689/

If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.

The support team will reply back to the same email within next 24-48 hours excluding weekends.

Regards